Note Depending on your job function, you may not have access to every report that is described in this chapter.

Understanding Bills

Individual bills provide call information for the date range that you specify. You can either view reports that the system automatically generates or generate new reports. Only CAR administrators can schedule reports for automatic generation. If you are an administrator, see System Scheduler Configuration, page 16-11, for more information.

Department bills provide call information and quality-of-service (QoS) ratings. If you are a manager, you can generate a summary or detailed report of the calls that all users who report to you made, or only those users that you choose.

If you are a CAR administrator, you can generate a summary or detailed report of the calls that some or all users in the system made. This report helps you keep track of all calls on a user-level basis for the entire system.

Configuring Individual Bills

This section describes how to view, or mail, summary or detail information about users, managers, and administrators.

Summary reports provide a summary of all calls for a chosen period (the total number of calls that were made and the charges that were incurred). Detailed reports provide the call types (Internal, Local, Long Distance, International, or On Net) for all calls over a chosen period.

Step 3 In the Available Reports field, choose an automatically generated report (if available) and go to Step 6, or use the default Generate New Report and go to Step 4.

Step 4 Choose the date range for the period for which you want to see call information.

Step 5 If you want the report in CSV format, choose CSV (comma separated value) in the Report Format area. If you want the report in PDF format, choose PDF (portable document format) in the Report Format area.

Step 6 Click View Report.

The report displays.

Step 7 If you want to mail the report, click Send Report. To send the report, follow the procedure that is described in Mailing a Report.

Summary reports provide a summary of all calls for a chosen period (the total number of calls that were made and the charges that were incurred). Detailed reports provide the call types (Internal, Local, Long Distance, International, or On Net) for all calls over a chosen period.

Step 3 In the Available Reports field, choose an automatically generated report (if available) and go to Step 14, or use the default Generate New Report and go to Step 4.

Step 4 Choose the date range for the period for which you want to see call information.

Step 5 If you are a manager, continue with Step 6; otherwise, if you are a CAR administrator, continue with Step 10.

Step 6 To choose all of your direct reports, check the Select All Reportees check box.

The List of Reportees shows your direct reports.

Step 7 To choose individual reportees, choose the reports that are shown in the List of Reportees.

Step 8 Click Add.

The department bill includes only users who are listed in the Selected Reportees box.

Step 9 To see the reportees under a particular user, choose the user and click the Down button.

All reportees to the chosen user display.

Step 10 If you are a CAR administrator, check theSelect All Userscheckbox to include all users. If you are a manager, proceed to Step 13.

Step 11 To specify individual users, enter the user ID of the individual that you want to include in the report in the User ID field.

Step 12 Click Add.

You can also use a provided search function. See Searching for Users, for instructions on using the search feature.

Step 13 If you want the report in CSV format, choose CSV (comma separated value) in the Report Format area. If you want the report in PDF format, choose PDF (portable document format) in the Report Format area.

Step 14 Click View Report.

The report displays.

Step 15 If you want to mail the report, click Send Report. To send the report, follow the procedure that is described in Mailing a Report.

Understanding Top N

Top N by Charge reports the users who made the maximum charge for the specified date range. If you are a manager, the report includes the top charges for all calls that users made who report to you during the specified period. If you are a CAR administrator, the report includes the top charges for all calls that all users on the system made for the specified period. You can generate each Top N report with two to three options to show the Top N Users, Destinations, Calls, or Extensions.

Top N by Duration reports the top number of users that incurred a maximum time on calls during a period that you specify. If you are a manager, the report lists the top number of users who report to you that incurred a maximum time for calls that were made during the chosen date range, starting with the longest. If you are a CAR administrator, the report lists the top number of users that incurred a maximum time for calls that were made during the chosen date range, starting with the longest.

Top N by Number of Calls reports the top number of calls that were made and received by users during a period that you specify. If you are a manager, the report lists the top number of calls by users among the users who report to you for the chosen date range. If you are a CAR administrator, the report lists the top number of calls for each user in the system.

Configuring Top N by Charge

This section describes how to generate, view, or mail reports about the top calls when classified by cost.

Caution Use CAR only during off-peak hours. Otherwise, data collection and report generation could cause performance degradation on the Cisco CallManager system.

Procedure

Step 1 Perform one of the following tasks:

•If you are a user or manager, choose Top N > By Charge

•If you are a CAR administrator, choose User Reports > Top N > By Charge.

The Top N by Charge window displays.

Step 2 In the Select Call Types area, check the check boxes for the types of calls that you want included in the report. These boxes display only when you have chosen Generate New Report in Step 4. Table 18-1 describes the call types.

Table 18-1 Top N by Charge Call Types

Call Type

Description

Internal

Intracluster calls that originated in the Cisco CallManager network and ended in the same Cisco CallManager network (no gateways are used).

Local

Local calls that are routed through the public switched telephone network (PSTN) to numbers without an area code or that include one of the local area codes.

Long Distance

Long-distance calls that originate in the Cisco CallManager network going out through the PSTN.

International

International calls that originate in the Cisco CallManager network going out through the PSTN.

On Net

Outgoing, intercluster calls that originate on one Cisco CallManager cluster and terminate on a different cluster.

Others

All other outgoing calls, such as toll-free numbers or emergency calls such as 911.

Step 3 In the Report Type field, choose a report type as described in Table 18-2.

Table 18-2 Top N by Charge Report Types

Report Type

Description

By Individual Users

This report lists the users who incurred the maximum charges.

By Destinations

This report lists the destinations that incurred the maximum charges.

By All Calls

This default report lists the calls that incurred the maximum charges.

Note Top N Destination by Charge reports display the Top destinations based on the charge incurred. If the same destination number comprises different call classifications (for example, some are Internal and some are Incoming), they get treated and listed separately in these reports.

Step 4 In theAvailable Reports field, choose an automatically generated report (if available) or use the default Generate New Report.

Step 5 If you chose Generate New Report in Step 4, enter the number (n) of records that display in the report in the No of Records field. The default designates five.

Step 6 If you chose Generate New Report in Step 4, choose the date range for the period for which you want to generate the report.

Step 7 If you chose Generate New Report in Step 4, choose CSV (comma separated value) in the Report Format area. If you want the report in PDF format, choose PDF (portable document format) in the Report Format area.

Step 8 Click View Report.

The report displays.

Step 9 If you want to mail the report, click Send Report. To send the report, follow the procedure that is described in Mailing a Report.

Configuring Top N by Duration

This section describes how to generate, view, or mail reports about the top calls when they are classified by duration.

Caution Use CAR only during off-peak hours. Otherwise, data collection and report generation could cause performance degradation on the Cisco CallManager system.

Procedure

Step 1 Perform one of the following tasks:

•If you are a manager, choose Top N > By Duration.

•If you are a CAR administrator, choose User Reports > Top N > By Duration.

The Top N by Duration window displays.

Step 2 In the Select Call Types area, check the check boxes for the types of calls that you want included in the report. These boxes display only when you choose Generate New Report from the Available Reports drop-down list box, as described in Step 4. Table 18-3 describes the call types.

Table 18-3 Top N by Duration Call Types

Call Type

Description

Internal

Intracluster calls that originated in the Cisco CallManager network and ended in the same Cisco CallManager network (no gateways are used).

Local

Local calls that are routed through the public switched telephone network (PSTN) to numbers without an area code or that include one of the local area codes.

Long Distance

Long-distance calls that originate in the Cisco CallManager network going out through the PSTN.

International

International calls that originate in the Cisco CallManager network going out through the PSTN.

On Net

Outgoing, intercluster calls that originate on one Cisco CallManager cluster and terminate on a different cluster.

Incoming

Inbound calls that originated outside the Cisco CallManager network, entered through a gateway, and go into the Cisco CallManager network.

Tandem

Inbound calls that originated outside the Cisco CallManager network, entered the Cisco CallManager network through a gateway, and then were transferred outbound from the Cisco CallManager network through a gateway.

Others

All other outgoing calls, such as toll-free numbers or emergency calls such as 911.

Step 3 In the Report Type field, choose a report type as described in Table 18-4.

Table 18-4 Top N by Duration Report Types

Report Type

Description

By Individual Users

This report lists the users who incurred the maximum duration.

By Destinations

This report lists the destinations that incurred the maximum duration.

By All Calls

This report lists the calls that incurred the maximum duration.

Note Top N Destinations by Duration reports display the Top destinations based on the duration of the calls. If the same destination number comprises different call classifications (for example, some are Internal and some are Incoming), they get treated and listed separately in these reports.

Step 4 In theAvailable Reports field, choose an automatically generated report (if available) or use the default Generate New Report.

Step 5 If you chose Generate New Report in Step 4, enter the number (n) of records that display in the report in the No of Records field. The default designates five.

Step 6 If you chose Generate New Report in Step 4, choose the date range for the period for which you want to generate the report.

Step 7 If you chose Generate New Report in Step 4, choose CSV (comma separated value) in the Report Format area. If you want the report in PDF format, choose PDF (portable document format) in the Report Format area.

Step 8 Click View Report.

The report displays.

Step 9 If you want to mail the report, click Send Report. To send the report, follow the procedure that is described in Mailing a Report.

Configuring Top N by Number of Calls

This section describes how to generate, view, or mail reports about the top calls when classified by volume.

Caution Use CAR only during off-peak hours. Otherwise, data collection and report generation could cause performance degradation on the Cisco CallManager system.

Procedure

Step 1 Perform one of the following tasks:

•If you are a manager, choose Top N > By Number of Calls.

•If you are a CAR administrator, choose User Reports > Top N > By Number of Calls.

The Top N by Number of Calls window displays.

Step 2 In the Select Call Types area, check the check boxes for the types of calls that you want included in the report. Table 18-5 describes the call types.

Table 18-5 Top N by Number of Calls Call Types

Call Type

Description

Internal

Intracluster calls that originated in the Cisco CallManager network and ended in the same Cisco CallManager network (no gateways are used).

Local

Local calls that are routed through the public switched telephone network (PSTN) to numbers without an area code or that include one of the local area codes.

Long Distance

Long-distance calls that originate in the Cisco CallManager network going out through the PSTN.

International

International calls that originate in the Cisco CallManager network going out through the PSTN.

On Net

Outgoing, intercluster calls that originate on one Cisco CallManager cluster and terminate on a different cluster.

Incoming

Inbound calls that originated outside the Cisco CallManager network, entered through a gateway, and go into the Cisco CallManager network.

Tandem

Inbound calls that originated outside the Cisco CallManager network, entered the Cisco CallManager network through a gateway, and then were transferred outbound from the Cisco CallManager network through a gateway.

Others

All other outgoing calls, such as toll-free numbers or emergency calls such as 911.

Step 3 In the Report Type field, choose a report type as described in Table 18-6.

Table 18-6 Top N by Number of Calls Report Types

Report Type

Description

By Individual Users

This report lists the users who incurred the maximum number of calls.

By Extensions

This report lists the extensions that have placed or received the greatest number of calls in your group (managers) or the system (CAR administrators).

Step 4 In theAvailable Reports field, choose an automatically generated report (if available) or use the default Generate New Report.

Step 5 If you chose Generate New Report in Step 4, enter the number (n) of records that display in the report in the No of Records field. The default designates five.

Step 6 If you chose Generate New Report in Step 4, choose the date range for the period for which you want to generate the report.

Step 7 If you chose Generate New Report in Step 4, choose CSV (comma separated value) in the Report Format area. If you want the report in PDF format, choose PDF (portable document format) in the Report Format area.

Step 8 Click View Report.

The report displays.

Step 9 If you want to mail the report, click Send Report. To send the report, follow the procedure that is described in Mailing a Report.

Understanding Cisco IP Manager Assistant (IPMA)

Cisco IP Manager Assistant (IPMA) provides the call completion usage reports of both Cisco IPMA managers and assistants. The Cisco IPMA menu allows you to choose all or a subset of managers or assistants by using simple search functionality that is based on partial or complete first or last name. You can generate these reports on demand in either PDF or CSV format and e-mail them. In addition, you can choose the time range and generate either detailed or summary level reports.

The manager reports can include calls that only managers handle for themselves, calls that only assistants handle for managers, and calls that qualify in either case. The summary report for a manager shows the number of calls of each type and total, apart from duration for each assistant (and/or manager). The detail report for a manager shows the date, origination time, origination number, destination number, call classification, and duration for each call for all the assistants (and/or manager), and last total duration for the manager.

The assistant reports can include calls that only assistants handle for themselves, or calls that only assistants handle for managers, and calls that qualify in either case. The summary report for an assistant shows the number of calls of each type and total of them apart from duration for each manager (and/or assistant). The detail assistant report shows the date, origination time, origination number, destination number, call classification, and duration for each call for all the managers (and/or assistant) and last total duration for the assistant.

Configuring Cisco IPMA Manager Call Usage

This section describes how to generate a Cisco IPMA manager call usage report.

Caution Use CAR only during off-peak hours. Otherwise, data collection and report generation could cause performance degradation on the Cisco CallManager system.

Procedure

Step 1 Choose User Reports > Cisco IPMA > Manager Call Usage.

The Call Usage for Cisco IPMA Manager window displays.

Step 2 From the Report Type drop-down list, choose either Summary or Detail.

Step 3 From the Calls handled by drop-down list, choose Manager, Assistant for Manager, or Manager & Assistant for Manager.

Step 4 Choose the date range for the period for which you want to see call information.

Step 5 In the Select Manager(s) box, either check the Select All Manager(s) check box and enter a manager's ID or click the Select Manager(s) link to search for a manager's ID and enter the ID(s) in the Manager Id field.

Step 6 Click Add.

The ID that you chose displays in the Selected Manager(s) box.

Step 7 If you want the report in CSV format, choose CSV (comma separated value) in the Report Format area. If you want the report in PDF format, choose PDF (portable document format) in the Report Format area.

Step 8 Click View Report.

The report displays.

Step 9 If you want to mail the report, click Send Report. To send the report, follow the procedure that is described in Mailing a Report.

Note To remove a manager from the Selected Manager(s) list, highlight the ID and click Remove. To remove all managers from the list, click Remove All.

Configuring Cisco IPMA Assistant Call Usage

This section describes how to generate an assistant call usage report.

Caution Use CAR only during off-peak hours. Otherwise, data collection and report generation could cause performance degradation on the Cisco CallManager system.

Procedure

Step 1 Choose User Reports > Cisco IPMA > Assistant Call Usage.

The Call Usage for Cisco IPMA Assistant window displays.

Step 2 From the Report Type drop-down list, choose either Summary or Detail.

Step 3 From the Calls handled by drop-down list, choose Assistant, Assistant for Manager, or Assistant & Assistant for Manager.

Step 4 Choose the date range for the period for which you want to see call information.

Step 5 In the Select Assistant(s) box, either check the Select All Assistant(s) check box and enter an assistant's ID or click the Select Assistant(s) link to search for an assistant's ID and enter the ID(s) in the Assistant Id field.

Step 6 Click Add.

The ID that you chose displays in the Selected Assistant(s) box.

Step 7 If you want the report in CSV format, choose CSV (comma separated value) in the Report Format area. If you want the report in PDF format, choose PDF (portable document format) in the Report Format area.

Step 8 Click View Report.

The report displays.

Step 9 If you want to mail the report, click Send Report. To send the report, follow the procedure that is described in Mailing a Report.

Note To remove a manager from the Selected Assistant(s) list, highlight the ID and click Remove. To remove all assistants from the list, click Remove All.

Configuring CTI Application User

Only CAR administrators can generate the CTI-enabled report. You can generate a list of users who have been configured for using CTI applications. The list does not show the users who currently are using CTI application user.

Tip CTI calls consume considerable call-processing resources. Use this report to ensure that only those users who truly need a CTI application have been allocated one. You can also use this report for capacity planning to ensure that your Cisco CallManager network is not overloaded because of the call processing demands of the CTI applications.

This section describes how to generate a list of users who are configured for using CTI applications.

Caution Use CAR only during off-peak hours. Otherwise, data collection and report generation could cause performance degradation on the Cisco CallManager system.

Procedure

Step 1 Choose User Reports > CTI Application User.

The Users Configured to use CTI applications window displays.

Step 2 In Report Format, choose either the CSV or PDF radio button.

Step 3 To generate the report, click View Report.

The Users Configured to use CTI Applications report displays in the format that you chose.

The report shows the following information:

•Sl No—Serial number

•Name—The name of the user

•User ID—The user ID for the user

Step 4 To mail the report to someone in an e-mail, click Send Report and follow the procedure described in the "Mailing a Report" section.

Step 5 Click Close when you finish viewing the list.

Cisco IP Phone Services

Only CAR administrators can generate the Cisco IP Phone services report. You can generate a report that shows chosen Cisco IP Phone services, the number of users who are subscribed to each of the chosen services, and the utilization percentage for each of the chosen services.

Use the following instructions to generate a report that shows the usage of specific Cisco IP Phone services.

Caution Use CAR only during off-peak hours. Otherwise, data collection and report generation could cause performance degradation on the Cisco CallManager system.

Procedure

Step 1 Choose User Reports > Cisco IP Phone Services.

The Cisco IP Phone Services window displays a list of all Cisco IP Phone services that have been configured in the system.

Step 2 In the List of Cisco IP Phone Services area, choose the services that you want to include in the report.

Mailing a Report

You can e-mail all reports in CAR. You can send a report by mail from any report window in CAR. You can also view the report first and then send it.

Before You Begin

To e-mail reports, first configure valid Mail Parameters. The Mail Parameters allow CAR to send e-mail by using the e-mail server in your system. See Configuring Mail Server Parameters, page 16-4, for more information. Also, set up the details of the report that you want generated. See the following sections: